Broadband connected but no Internet is available

[AndreeaCapatan]

Hello, I am having an issue with the Internet connection in the house. It has been playing up for a few days flashing orange but today it's stopped working. Netflix cannot connect and I cannot use the Internet. Can someone please look into what the issue is?

[Waveman]

This is a customer to customer forum, so we can only offer you help and advice.

If the light is orange then the hub/router is trying to make a connection, if the light has gone out, then there is no connection available so the negotiation phase cannot occur.

Are you on full fiber or ADSL, connected to a phone socket?

If you are on full fiber, you will also have a small white box, ONT, fixed to your wall with some lights on it, Power, should be green, LAN, will be green and flickering if correctly connected to your router, PON, should be green, means the network is connected & configured, LOS light should be off, if red then there is no light coming down the fiber (don't look for it, its invisable and can damage your eyes!)

If you're on an ADSL line then all you can do is check the cable to the router to the wall is undamaged and then contact sky on 150 or the numbers listed on the Contact Us page, phone them, you will get a proper response, the chat bots are useless and just send you around in loops.

https://www.sky.com/help/articles/contacting-sky

To test your Internet

https://www.sky.com/help/articles/broadband-diagnostic-start

[Diane04]

If you use service checker it should show you if there is an outage in your area. Mine has gone down 3 times in the last 24 hrs and is still currently down. Sky says there's an outage in my area but it's impossible to get an update better than that.

[TimmyBGood]

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@Diane04 wrote:

If you use service checker it should show you if there is an outage in your area. 

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Perhaps note that area outages are much less common than individual circuit faults, and also that sometimes both can be in effect simultaneously.

@AndreeaCapatan